Measuring and Improving Customer Experience of Music Conference Delegates: Future Echoes 2024

Abstract

This thesis researches the customer experience and satisfaction of delegates attending the Future Echoes Music Conference. The thesis was commissioned by Discover Sensation. The commissioner has a need for the survey, since they have not conducted any surveys before. Event organizers are keen to develop the event and increase their relevance in the industry, which is why the aim of the research was to identify the factors affecting customer satisfaction and ways to improve customer experience. The theoretical framework of the thesis centers on the customer experience and the importance of the customers’ perceived value in building strong customer relationships used in the analysis of the survey results. The survey was designed using customer satisfaction measures such as NPS and CSAT, along with open questions. The survey was conducted using an electronic Google Forms sheet that was sent to delegates attending the event in March 2024. Out of the total of 45 delegates, 27 responded to the survey. The survey indicated that respondents were mostly satisfied with the event, but there were some points that need to be improved upon. The results confirmed that satisfaction was most influenced by the quality of content, the quality of accommodation and transport arrangements. Furthermore, the survey should be conducted in future events to gain more reliable results.